Senior Service Desk Analyst, Helpdesk Analyst, 1st Line Support - Leat
Posted on Aug 21, 2019 by V-Source UK Ltd
Service Desk, Helpdesk, 1st Line Support, Windows OS, Active Directory, MS Office, ServiceNow, Service Now
My Surrey based client urgently requires an experienced Senior Service Desk Analyst for an initial 3 month contract based in their Leatherhead offices.
The key deliverables for this roe are to help with a backlog of service tickets, which need to be added to ServiceNow/Assyst and assigned to the correct business function.
We are looking for a Helpdesk/Service Desk Analyst who has experience supporting the Microsoft Suite of products including Active Directory, Windows OS and MS Office.
Our ideal candidate will have previous experience working in a senior/team lead position on a busy service desk, whilst approaching each incident in a logical manner against SLA's. Being the first point of contact for all IT related incidents, you will need to be articulate (written & oral), have an excellent telephone manner and be comfortable supporting users of all levels.
The key deliverables for this role are as follows:
Provide 1st Line telephone support and escalate calls to 2nd/3rd Line where necessary
Log calls via call logging software (Assyst, ServiceNow)
Ensure that your queue of call is managed daily and with KPI/SLA guidelines
Providing first time fixes for incidents logged (Email/Password resets, hardware failures, email issues, Network connectivity etc.)
As an experienced Service Desk Analyst, you will be familiar working in a pressured environment whilst maintaining your composure and professionalism at all times. In this senior/team lead role, you will also be required to guide/mentor junior members of the team, always leading from the front.